Order Management Team Lead / Supervisor

Are you ready to make an impact? Join Infosys BPM Philippines as an Order Fulfillment Supervisor and jumpstart your career!

The Order Fulfillment Supervisor is responsible for supervising the day-to-day Order Management operations in GCC Manila, ensuring timely and accurate order processing, excellent stakeholder and customer support, and consistent execution of operational processes across the function.

The role supports domestic order management, export order management, and distribution claims activities, ensuring service delivery targets are met, operational issues are addressed promptly, and process improvements are implemented effectively.

The Supervisor plays a key role in driving team performance, maintaining service quality, and fostering a customer-focused culture that supports efficient and reliable execution of order-related processes.

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Key Responsibilities:

Operational Delivery

• Supervise daily Order Management operations across domestic, export, and distribution claims teams, ensuring work is processed accurately and within agreed service levels.
• Coordinate workload distribution, monitor productivity, processing quality, and support timely resolution of operational issues.
• Track operational performance, backlogs, exceptions, and risks, escalating concerns and recommending corrective actions when needed.

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Stakeholder, Customer & Service Experience

• Serve as a primary operational point of contact for stakeholders across Sales, Customer Excellence, Warehousing, and other supporting functions.
• Ensure a high level of service is delivered to both internal stakeholders and external customers.
• Support the resolution of customer concerns, operational challenges, and escalations within established guidelines.

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Governance, Controls & Operational Management

• Ensure compliance with standard operating procedures, service requirements, controls, and escalation processes.
• Monitor adherence to established operational policies and identify opportunities for process improvement.
• Support the review and maintenance of process documentation to ensure procedures remain accurate and up to date.

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People Leadership & Development

• Supervise, coach, and develop team members to achieve operational and service performance goals.
• Conduct regular performance discussions, provide feedback, and support employee development plans.
• Promote knowledge sharing, team collaboration, and continuous improvement initiatives within the team.
• Foster a positive, accountable, and customer-centric work environment.

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Qualifications:

• Bachelor’s degree in Business, Supply Chain, Operations, Commerce, or a related field, or equivalent work experience.
• Training or exposure to Order Management, Customer Service, Supply Chain Operations, or Process Improvement is an advantage.
• 4-6 years of relevant experience in order management, customer operations, claims processing, supply chain operations, or shared services environments.
• At least 2-3 years of supervisory, team lead, or people management experience.
• Experience supporting stakeholders across Sales, Customer Service, Warehousing, Logistics, or related business functions.
• Demonstrated ability to manage team performance, service delivery, escalations, and operational issues.
• Strong problem-solving, communication, stakeholder management, and coaching skills.
• Experience in a Shared Services, GBS, or Delivery Center environment is preferred.
• With no issues and concerns reporting onsite 100%. Candidates who live near our offices will have an advantage.
• With no issues and concerns working on day shifts, shifting schedules, split shifts as necessary, and working on holidays and weekends.

Preferred Skills:

• Knowledge of Order-to-Cash (O2C), Order Management, Distribution Claims, or Supply Chain processes.
• Experience working with ERP systems such as SAP, Oracle, or similar platforms.
• Strong analytical and reporting skills with the ability to identify trends and drive improvements.
• Customer-focused mindset with the ability to balance stakeholder expectations and operational priorities.

Why Infosys BPM Philippines?

• Quarterly Performance Bonus
• 24 Leaves annually
• Competitive HMO and Life Insurance for the employee and 2 eligible dependents upon hire
• Outstanding career development opportunities and fast track career progression
• Enjoy a fair work-life balance.
• Learning and Development Trainings
• We value Inclusion and Diversity
• Great Place to Work - Certified

We would gladly accept all applications, but we DO NOT offer any roles for a permanent Work-From-Home setup, hybrid work setup, fixed dayshift schedules, fixed working schedules, fixed weekends off or pure non-voice. If any of the outlined instances may happen, this is based on internal business decision with certain requirements.

Our office is located at 19F BGC Corporate Centre, 11th Avenue cor. 30th Street Fort Bonifacio, Taguig City, Philippines

“We value Diversity, Equity, and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines